Specific Responsibilities:

1. System Integration:

Design, build, and maintain REST/SOAP web service integrations to connect ServiceNow with internal on-premises systems (Active Directory, legacy ticketing tools, monitoring systems, and email gateways).

2. Data Migration:

Extract, transform, clean, and import legacy historical data (incidents, changes, CIs, user records) using Import Sets, Transform Maps, and staging tables.

3. Testing & Quality Assurance:

Lead System Integration Testing (SIT) and support User Acceptance Testing (UAT); rapidly remediate defects and log release notes.

4. Go-Live & Hypercare Support:

Oversee technical cutover activities during deployment, providing rapid- response L2/L3 troubleshooting during the initial operational rollout.

5. Documentation & Knowledge Transfer:

Develop comprehensive technical architecture documentation, system administration guides, runbooks, and conduct hands-on operational training for internal IT administrators.

6. System Maintenance

• Ensure the successful planning, design, and implementation of ITSM modules to meet business objectives and operational requirements across all systems used in the bank.
• Ensure that a detailed impact analysis of any issue is carried out and viable solution is recommended with the help of the respective application vendors if required.
• 24/7 availability on issues and scheduled & unscheduled activities.

7. System Enhancements

• Collaborate with bank management, IT teams, and other stakeholders to prioritize initiatives and drive adoption of best practices in ITSM.
• Must ensure to use the Banks methodology for any enhancements undertaken.
• Come up with appropriate solutions to support line managers in making decisions and using the right methodology during any development or issue resolution.
• Review the architecture, the design, specifications and technical documents related to any enhancement or change to ensure adherence to requirements and compliance with Bank Muscat standards.
• Research and evaluate emerging technologies and trends and suggest course of action to line managers.

Professional Certifications

• Mandatory: ServiceNow Certified System Administrator (CSA), ServiceNow

Certified Implementation Specialist (CIS) in IT Service Management (ITSM).

• Frameworks: ITIL v4 Foundation Certification (Managing Professional level is a

distinct advantage).

Technical & Professional Experience

• Total Experience: Minimum of 6 8 years of progressive experience in IT Service Management and IT Operations.
• ServiceNow Hands-On Experience: Minimum of 4 5 years of dedicated, hands-on experience in configuring, customizing, and administering ServiceNow platforms.
• On-Premises Expertise: Proven, direct experience with on-premises (self-hosted) ServiceNow deployments, including MID Server topologies, local server/network configurations, database architectures, and local network security protocols.
• Development Skills: High proficiency in JavaScript, HTML, CSS, XML, JSON, AngularJS, Web Services (REST/SOAP), and database queries (SQL).
• Integration Knowledge: Hands-on experience integrating ServiceNow with enterprise monitoring systems, Active Directory/LDAP, and third-party IT tools.

Desired Candidate Profile

• Mandatory: ServiceNow Certified System Administrator (CSA), ServiceNow
• Certified Implementation Specialist (CIS) in IT Service Management (ITSM).
• Frameworks: ITIL v4 Foundation Certification (Managing Professional level is a
• distinct advantage).
• Total Experience: Minimum of 6 8 years of progressive experience in IT Service Management and IT Operations.
• ServiceNow Hands-On Experience: Minimum of 4 5 years of dedicated, hands-on experience in configuring, customizing, and administering ServiceNow platforms.
• On-Premises Expertise: Proven, direct experience with on-premises (self-hosted) ServiceNow deployments, including MID Server topologies, local server/network configurations, database architectures, and local network security protocols.
• Development Skills: High proficiency in JavaScript, HTML, CSS, XML, JSON, AngularJS, Web Services (REST/SOAP), and database queries (SQL).
• Integration Knowledge: Hands-on experience integrating ServiceNow with enterprise monitoring systems, Active Directory/LDAP, and third-party IT tools.